Deskripsi Pekerjaan
Are you a passionate problem-solver with a heart for service? We are looking for a dedicated Customer Experience Staff to join our dynamic team in Kebayoran Lama. In this role, you will act as the face of our brand, ensuring that every customer interaction is positive, efficient, and memorable.
As our Customer Experience representative, you will handle diverse communication channels, providing high-quality support through inbound/outbound calls, chat, and email. We are seeking an individual who thrives in a fast-paced environment, possesses strong empathy, and is committed to resolving customer inquiries with speed and precision.
You will play a critical role in maintaining our reputation for excellence. If you are tech-savvy, articulate, and thrive on turning challenges into opportunities for customer satisfaction, we want to meet you!
Tanggung Jawab
- Manage end-to-end customer inquiries across multiple channels including Inbound calls, Outbound calls, Email, and Live Chat.
- Serve as a primary problem solver, addressing and resolving customer complaints with professionalism and empathy.
- Maintain high levels of customer satisfaction (CSAT) by providing accurate information and timely solutions.
- Collaborate with internal departments to escalate and resolve complex technical or account-related issues.
- Record and document all customer interactions accurately in the CRM system.
- Proactively identify trends in customer feedback to suggest process improvements.
- Achieve individual and team KPIs, including response time, resolution rate, and call quality scores.
Kualifikasi
- Minimum Diploma or Bachelor's degree in any field.
- At least 1-2 years of experience in Customer Service, Call Center, or BPO environments.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Strong problem-solving mindset and the ability to remain calm under pressure.
- Proficient in using CRM software, MS Office, and digital communication tools.
- Ability to work in shifts (if required) and handle a high volume of inquiries.
- Strong interpersonal skills with a patient, customer-centric attitude.